Aegis, Essar group's struggling BPO unit till FY 2005, saw a dramatic turnaround as it posted one of the highest growth rates of the year. To achieve this, it had to revamp its business development organization, remodel its sales structure and adopt a more client-centric approach. The focus from now on would be on both organic and inorganic growth, and Aegis is also looking at near-shore expansion for US clients where it has seven centers. Some $30 mn of revenues now come from India, making it one of the largest BPOs with a domestic focus. Here, it manages 30% of India's telecom BPO volume (with a distinctive domain edge because of the parent company) and the client list includes most telecom majors, including Airtel and Hutch. It has a presence in 11 Indian cities with 17 delivery centers, with services in 14 regional languages.

• Managed attrition rate at 5%, one of the lowest in the industry
• Upgraded corporate data and voice infrastructure by moving on to VoIP; migrated production systems to an IBM platform  

	5
President: Aparup Sengupta

l Start-up Year: 2004 l Processes: Customer acquisition, customer care, order provisioning, receivable management, loyalty program, customer analytics, quality assurance, compliance management, business transformation l Employees: 8,000 l Seats: 6,400 l Business Mix: Voice (75%), Non-voice (25%) l Address: Essar House, 11 KK Marg, Mahalaxmi, Mumbai 400034 l Fax: 22 24954490 l Website: www.aegisbpo.com

Page(s)   1